accelerating success in the cloud - a salesforce.com foundation event

Accelerating Success In The Cloud

A Salesforce.com Foundation Event

December 4th 2012

13.00-14.00 – Introduction to the Marketing Cloud 14.00-15.00 – Breaking Through Adoption Barriers 15.00-15.10 – BizAcademy Apprenticeships 15.10-15.30 – Break 15.30-16.00 – Transform Your Organisation with Social

Technologies 16.00-16.30 – Introduction to Premier Success Plans 16.30-16.45 – Salesforce.com Foundation Social Impact

Award 16.45-17.45 – The Safe and Secure Cloud

Agenda

Introduction to the Marketing Cloud

Abboud Ghanem 07824425206

[email protected]

Social Media Has Changed Marketing Forever

Engaging Transparent Targeted Real Time

Unsolicited One to many

Untargeted Static

The Largest Shift in 60 Years

Old Way New Way

People Are No Longer Faceless Data

Residential addresses

Email addresses

Cell phone numbers

Cookies that expire in 30

days

People Are PEOPLE

Enormous Opportunity: Listen in real time

Build & engage connections

Turn insight into action Be more targeted than ever

And Are More Connected Than Ever

Ineffective Marketing Results

Most Companies Struggle With Social Marketing

Fragmented Marketing

Multiple groups engaging

Mixed messages

Customers only see one brand

Too Many Systems

Multiple point solutions

Disconnected from the

enterprise

Inefficient & uncoordinated

No Uni!ed Data

Campaigns and engagement disconnected

Multiple measurement

dashboards

No customer record or pro"le

Turn insights to actions and connections to customers for life.

World’s Only Uni!ed Social Marketing Suite

Global Social Listening Platform for ARVAL

A Pioneering Journey

Analysis Dashboard

Engage console

Summary Dash Board

Radian6 API /

Mobile

Radian6 Insights

x 1,000x 10,000x 100,000x

Social Hub

Broadest Coverage

Over 400 million conversations per day Access to over 470 million sources Access to more than 50 billion posts, dating back to May 2008

Language Coverage Monitor in 17 languages: English, French, Spanish, German, Italian, Danish, Finnish, Swedish, Portuguese, Dutch, Norwegian, Russian, Japanese, Simplified Chinese, Korean, Turkish, and Polish

World’s Only Insights Partner Ecosystem Powering customer insights… and growing all the time

Insights Pla,orm (affinity segmentation & influence)

(predictive trending/pre-meme)

(sentiment for feedback & complaints)

Turn Insights Into Action

Visualize social trends & data

Use social apps & great content to connect Listen & engage globally Make smarter ad buys & amplify the message

+59% Improved campaign

effectiveness

Turn Connections Into Customers For Life

+44% Increased

social sales

Build unified social profiles of your customers

Leverage social networks for insight

Integrate with Sales Cloud & Service Cloud

Social Content: Create Compelling Social Presences

Create flexible social canvasses

Use social applets & great content to connect

Extend social content to the greater web

80%

80% of US social network users prefer to connect with brands through Facebook

Engagement: Connect with Customers

Respond & connect with customers on their platform of choice

Create scale with workflow & integration with CRM

Grow your community of advocates & fans

42 Social media users who receive great service tell an average of 42 people

Social Ads: Amplify Your Content

Manage & execute optimized social ad campaigns

Turn awesome content into social compelling social ads

Optimize ads with demographics & KPI’s

+55% Social ads have 55% better recall than traditional ads - Nielsen

Measurement: Track Campaign ROI

Track results in one application

Adapt campaigns in real time

Use data to create new campaigns with proven results

10% Only 10% of marketers are accurately measuring social ROI

CRM Integration: Align Sales, Service & Marketing

Build social customer profiles

Route social insight across your company

Listen at social scale and speed

Recruiting

Sales

R&D

Marketing

Executives

Service

82% Adult Internet users are reached by social media.

Become a Socially Connected Enterprise

Cloud . Mobile . Social

Thank you

24 24

24 24

Sahel Crisis UNICEF Casestudy Sebastian Majewski @sebmaje

25 25

25 25

The Challenge: Information is delivered in knowledge chunks.

26 26

26 26

The Challenge: Need for real-time engagement.

27 27

27 27

What is Social Media Monitoring?

28 28

28 28

29 29

29 29

The Monitoring Approach

•  Social media conversations offer the richness of qualitative research and the sample sizes of quantitative research in real time.

•  How do we detect digital smoke signals?

30 30

30 30

Types of monitoring

31 31

31 31

Evidence-based Marketing:

32 32

32 32

#SahelNOW

33 33

33 33

Launch

3rd package

4th package 2nd package

Topic Trends

34 34

34 34

Top Hashtags

Hashtags Tweets Retweets Impressions Contributors

#SahelNOW 95,764 79,217 446,321,143 46,130

#Sahel 15,627 14,025 100,219,121 9,658

#malnutrition 3,142 2,938 37,661,578 2,630

#FoodCrisis 2,103 1,892 20,053,480 1,552

#Chad 1,793 1,601 13,822,846 1,268

#UNICEF 2,146 1,626 12,936,053 1,540

#Níger 1,453 1,300 11,885,570 1,087

#Malí 881 763 9,084,751 699

#children 1,403 1,254 8,681,822 1,168

#ff 689 593 8,520,371 575

#SahelNOW is the most dominant hashtag, followed by #Sahel and #malnutri:on.

35 35

35 35

Selena Gomez drove most conversa:ons.

Most mentioned usernames

36 36

36 36

We can determine the gender in half of the posts. 70 % of the par:cipants are female

Demographic Insights inform ad strategy

37 37

37 37

User Tweets Retweets selenagomez 7 31,182

BAP_Bangyongguk 2 1,487

anapastor_tve 23 756

shakira 1 752

Nas 1 643

alo_oficial 2 610

MiaFarrow 25 423

Alyssa_Milano 2 413

KatGraham 1 384

eddieizzard 1 305

bjork 2 258

38 38

38 38

Engage with your influencer and target your outreach real-time!

39 39

39 39

40 40

40 40

hDp://youtu.be/ZMD1R4uSrCU

41 41

41 41

Rules are changing: Social Media triggers

Traditional Media

42 42

42 42

Benchmark: April vs. May

UNICEF 31.9% UNICEF 76.4%

March 2012 April 2012

43 43

43 43

Thanks for your attention.

Sebastian Majewski Impact and Analysis Coordinator Social and Civic Media Section [email protected] Visit: www.slideshare.net/socialandcivic

@SFDCFoundation

/Salesforce.comFoundation

@SFDCFoundation


Breaking Through Adoption Barriers Deployment & Adoption Best Practices

John Durocher SVP, Customer For Life

Agenda

§ Common Framework for Success § Adoption Methodology § Lessons from the Street § Detailed Case Study § Wrap Up and Q&A

Our Experience has shown us that there are 7 key Domains for Success

1.  Vision and Strategy 2.  Business Metrics 3.  Adoption 4.  Sponsorship and Governance 5.  Roadmap 6.  Process 7.  Technology

Each domain is comprised of several categories

Vision and Strategy •  Vision •  Business Strategy •  Technology Strategy

•  Business & Technology Objectives •  Customer Experience •  Segmentation & Channel Strategy

Adoption

•  Organizational Readiness •  Stakeholder Involvement •  Organizational Design •  Measurement & Reward

•  Communication •  Training •  Continuous Improvement •  Support

Sponsorship and Governance

•  Executive Sponsorship •  Accountability •  Center of Excellence

•  Principles •  Project Control •  Release Management

Business Metrics •  Business Performance Model •  Key Performance Indicators

•  Business Case •  Metrics Tracking

Domains Categories

Roadmap •  Global Deployment Approach •  Product Roadmap

•  Roadmap/Delivery Plan •  Capabilities Value Map

Technology and Data

•  Implementation Principles •  Data Strategy •  Architecture and Integration

•  Security •  Environment Strategy

Processes

•  Align Process with Strategy •  Process Ownership and

Standardization

•  CRM Maturity Model •  Process Metrics •  Process Effectiveness •  Process Review

Let’s talk Adoption…

and Outcomes

What is a good adoption rate? A.  80% B.  50% C.  30% D.  20% E.  It doesn’t matter, as long as every user and agent can log in!

Answer: While salesforce.com clients range anywhere from 10% – 100%, 70+% is a very good adoption rate for internal users of large orgs, 30% for partners in a B2B model.

What is your target adoption metric?

Purpose 1.  Establish and communicate the baseline

performance

2.  Determine the messaging and tactics to in$uence behavior (usage)

3.  Continue measuring impact and re"ne/adjust metrics

4.  Communicate, reward positive results & behaviors

Adoption Driver Methodology

Continuous Improvement

Training Strategy

& Support

Communication Plan

Measurements &

Rewards

Stakeholder Involvement

85% Adoption 31/03/09

Adoption Target

Organizational Readiness

Customer Success

Lessons from the Street “A look back at success”

Financial Services Broker

Critical Success Factors 1.  Sponsorship and Management – commitment required to not only support

implementation but drive adoption → no “opt out” 2.  Ownership: This must be a business-led project 3.  Address WIIFM for users: both Sales and Client Executives 4.  Involve Top performers / In$uencers who lead by example 5.  Data: Importance should not be underestimated 6.  Communication: Messages from the business on a weekly basis 7.  Training: Role based, segment speci"c 8.  Adoption: Driving effective adoption needs ongoing commitment and support

Highlights of the Deployment 1.  In Process of deploying to 10k users in 40 countries 2.  Scope included Account, contact, opportunity management, Email Marketing, Blackberry

and Outlook integration, Multi-currency & Multi-language 3.  Rigorous change management process using tools built on salesforce’s platform to track

and manage requirements, change requests, defect tracking, & deliverables

Symantec

Critical Success Factors 1.  Strong executive sponsorship – “Decide and Go” Decisions 2.  Three Guiding Principles

1.  Keep It Simple Symantec 2.  What’s in it for the Rep? 3.  All Roads Lead from salesforce.com

3.  Kept to a “Keep it Simple” (KISS) philosophy 4.  Relentless focus on quality data migration and training

~3,900 Subscribers

Highlights of the Deployment 1.  Deployed to over 3,900 users globally in 3 ½ months from project

initiation

ADP

Critical Success Factors 1.  Executive Sponsorship 2.  Established Program Management Office (“PMO”) 3.  Established Implementation Standards 4.  End user and management involvement 5.  Developed disciplined training program 6.  Created “buzz” and “excitement” within ADP 7.  Quick Wins

~6,700 Subscribers Highlights of the Deployment

1.  6,000+ users, 10+ business segments 2.  International users within Canada, EMEA and Australia 3.  Consolidated more than 10 systems into salesforce.com

Sun Trust

Critical Success Factors 1.  Sponsorship from Vice-Chairman to line-level leadership 2.  Measured success against business case 3.  Established Program Management Office (“PMO”) 4.  Strict adherence to the Playbook methodology 5.  End user and management involvement 6.  Strict adherence to training policy - $2,500 "ne for failure to show 7.  Created “internal campaign” to evangelize salesforce.com

~2,600 Subscribers Highlights of the Deployment 1.  2,600 users, Commercial and Business Banking 2.  Pilot for 90 days 3.  Surveyed sample of pilot team & built business case

Lessons from the Street “It’s not always so easy”

Sometimes there are Barriers 1.  No unifying strategic vision directly supported by executive

management (not all regions, not all product lines)

2.  No clearly defined measurable business objectives and success criteria

3.  No overall plan to which all stakeholders are being held accountable

4.  No overall process definition for collaboration or sales (forward looking versus backward looking)

5.  Limited resources to deliver training

6.  Additional project investments are needed since not all requirements are met by current implementation

Self Assessment –Ability to Deliver Business Value?

Foundational Components Not Yet Established

Emerging Practicing Leading

Strong Executive/Corporate Vision P 

Clear Execution Strategy P 

Customer Centric Approach P 

Culture of Collaboration P 

Well Defined and Automated Processes P 

Clean Data - Trusted Information P 

Simplified, Scalable Technology Infrastructure P  Success Metrics, Reports and Dashboards P 

Action Plan - Next Steps

1.  Establish stakeholder champions across all groups – Executives, Product Line, Sales, Mgmt, Users

2.  Industrialize Training – Establish a curriculum, track training and develop refresher courses

3.  De!ne Key Processes – De"ne Key processes, executive owners, key activities deliverables, participants, metrics and Reporting mechanism.

A.  “Product Appeal/Rejection Process”

B.  “Early Winning Process”

C.  “Customer Focused Process”

Establish Stakeholder Management

Required Inputs: •  None

Overview: To identify all groups of people involved in or impacted by the initiative (“stakeholders”), and their target change state (e.g. awareness, understanding, buy-in, commitment), and manage their journey to the desired end-point via involvement and innovative two-way communications. The primary objective is to guide each group toward commitment for the change; secondary objective is to ensure consistency of messages across the project and business.

Activities •  Determine the Key Stakeholder and In$uencers in the

organization •  Develop joint understanding between senior executives,

sponsors, and key stakeholders what they expect to achieve and their role in making it happen through an Executive Workshop.

•  De"ne Key Responsibilities for each Stakeholder •  Establish a Steering Committee to drive business change,

adoption and monitor progress •  Determine key messages and who the senders will be to

reinforce business value focus.

Deliverables •  Key Stakeholder Map •  Executive Steering Committee •  Communication Plan

Exec Sponsors & Participants •  Sponsor – Vince Roche •  Responsible – Jim Schmidt •  Interested –Steve Oberlander •  Target Groups: Key Executives, Product Lines, End Users

Metrics: •  Executive Engagement

Establish the Stakeholder

Management process

Engage Stakeholders & Build Commitment

Identify Stakeholder Groups, Goals &

Expectations

Aon Detailed Case Study

Sales Effectiveness Program Overview One global pipeline and opportunity management platform and process to increase the level of successful client acquisition and penetration

§  Provides cross business units visibility with consistent, real-time Account information

§  Improves effectiveness of the Sales Force §  Builds a foundation for interactive marketing capabilities §  Enables better allocation of scarce resources to the appropriate

opportunities §  Supports management in:

§  Determining the effectiveness business development and marketing activities

§  Forecasting pipeline and communicating with "nancial markets

Original Implementation Summary Challenges:

–  No visibility into Global Pipeline –  2 distinct lines of business selling different products –  Lack of consistent global sales process and approach to prospects and

clients –  More than 30 existing global sales management systems –  Complex IT Environment (Different Infrastructure and Technology

providers across the world)

•  Solution: –  Focused on implementing only functionality that is required –  SFA and Marketing Automation to over 5,500 users in 80+ countries –  7 languages and 84 currencies –  Replaced/retired over 30 existing pipeline systems –  Along with Salesforce.com , partnered with Accenture, Cognos and Eloqua

•  Timeline: –  Fall 2005: Project Kick-off –  Winter 2007: completed wave roll-out to remaining ~80 countries

Aon Guiding Principles •  KEEP IT SIMPLE

–  Con"gure based on best practices (e.g., Miller-Heiman sales approach) –  Implement only functionality required – not one item more –  Ensure that the software and underlying processes are user-friendly

•  Build momentum early and keep it going –  Develop and reinforce key messages from the top down –  Communicate early and often –  Start small, scale fast

•  Minimize costs and investment, maximize value of return –  Retire existing, replaced platforms quickly –  Leverage internal resources where possible

•  Provide information to those who need it on a timely basis –  Develop access-rights model that allows industry/product specialists to view relevant

data –  Create both push & pull methods of distributing information

Snapshot of Global Deployment Progress

Metric 2005 2006 YTD Q1 2007 Q2 2007 Q3 2007 Q4 2007

# Retired Applications 41

(# of Sales Systems Used Globally)

20 28 28 >30 >30

# SFDC Users (estimated) 5505 (Planned Number of Users)

3646 5177 5177 5448 ~5900

# of Countries 120 (# of Countries Aon Operates in)

38 52 72 78 82

*2006 ARS & ACW Operating Revenue

Legend SFDC Deployment Complete

SFDC Deployment in Progress

SFDC Deployment Planned

Not Planned for Deployment

1/07 11/06 10/06 9/06 12/06

High-Level Global Deployment / Transition Plan 2/07 3/07 4/07 5/07 6/07 7/07 8/07 9/07 10/07

“Hou

se C

lean

ing”

and

Pre

p fo

r Acc

eler

ated

App

roac

h MR MR MR MR MR MR MR MR MR MR MR

CP

Wave 1 Ireland

Wave 2 Mexico

Wave 5 Azerbaijan, Bulgaria, Croatia, Czech Republic, Estonia, Georgia, Hungary, Kazakhstan, Latvia, Lithuania, Romania, Serbia & Montenegro, Slovak Republic, Slovenia, Ukraine

Waves 8a 8a: Italy*, Turkey

Wave 10 Argentina, Brazil, Chile, Colombia, Ecuador, Puerto Rico, Trinidad, Venezuela

Wave 12 Japan

Wave 13a & 13b 13a: Hong Kong, 13b: India

Netherlands Belgium/Lux Legend

In Country Lead

MR Monthly Release

CP Check Point Core Team Implements First Country; In Country Leads Remaining Countries

Core Team Lead

* First Country to Deploy in Wave

Sub-Saharan Africa

Wave 3 Portugal, Spain*

Wave 4 Austria, Germany*

Wave 6 Denmark, Finland, Iceland, Norway, Sweden

Wave 7 France*, Morocco, Tunisia

Complete End User Deployment

Canada

Today’s Steady State Environment •  8,000+ users across 3 Business Units from 87 countries •  Global pipeline across all 3 Business Units •  Heavy usage of marketing and lead management capabilities (Eloqua integration) •  3 Tiered Support Model with Managed Enhancement / Case Process

Support Model Tier 1 – Regional Sales Operations Teams (~250 Super Users)

Ø  Support of daily end user issues: Ø  General questions Ø  Account, User on-boarding Ø  Ad Hoc data maintenance

Tier 2 – Global Admin Help Desk (4 FTE) Ø  End user or Super User case escalation Ø  Con"guration changes, data loads, scheduled processes

Global Business Sponsorship Ø  System Governance: Ø  Enhancement review Ø  Best practices / global standards Ø  Con$ict resolution

Lessons Learned – Adoption & Communication

§  Ongoing Adoption: The “go-live” date is not the end of the project - the real effort begins the next day - driving effective adoption needs ongoing commitment and support

Communications: Messages to staff should come from the business / regions, not the Admin Support Team

Lessons Learned - Business Process §  Process Re!nement: Do not

underestimate the time required to de"ne business processes required to build user adoption and support sales reporting using Salesforce.com

§  Ongoing Support Training: Each region’s support team will require time to get trained on Salesforce.com and understand new global business processes

•  Global CEO, COO and CMO are the executive sponsors

•  CEOs and Executive Sales Leaders in each Country are engaged and accountable

•  Weekly Executive Steering Group Meeting to review:

–  Key utilization metrics & action plans for improvement –  Forecast accuracy of Sales pipeline –  Global Program Issues

Lesson Learned: Executive Sponsorship

•  Set clear direction and maintain focus on the achievement of speci"c business objectives

•  Deploy a globally consistent solution allowing for geographical variances where necessary

•  Implement a release management process to implement “out of scope” requests in a timely manner

Lesson Learned: Clearly De!ned Scope

•  Initial BU was live in three months with 1,200 users

•  Develop consistent processes, tools, training & communications that are leveraged for each deployment

•  Sales professionals want to know “What’s in it for me?”

–  Gather success factors and lessons learned to continually re"ne the deployment approach

–  Articulate long-term vision for SFDC

Lesson Learned: Quick Wins build Momentum

Accelerated Deployment Approach Lesson Learned: Quick Wins build Momentum

--- Weeks ---

Prepare Organize Finalize Inputs

Build Solution

Finalize Solution

Finalize Data

Deploy Solution

Transition Solution

• Executive Commitment to Deploy

• Signed-off Work Plan –Deployment begins after all dates and resources are approved

• Deployment Kick-off Meeting

• Signed-off Country/BU Specific Comm. Plan

• Signed-off Solution Design Document

• Signed-off Country/BU Training Plan

• Signed-off Data Mapping

• N/A • Signed-off Configured Solution

• Signed-off Training Materials

• Train-the-Trainer

• Signed-off Data (i.e., Quality)

• “Go Live”• Conduct

Training• Migrate Data

• Transition Open Items and Solution

Milestones

Estimated “In-Country” Resource Commitment (Resources Needed from Both Business Units in Each Country)

Low: <4 hours/resource Medium: =10 hours/resource High: >10 hours/resource

Manage and Resolve Issues

• Business & IT Executive Sponsors*

• Country/BU Project Manager



• Business Analyst

• Training & Comms

• Data Migration





• Data Migration




• Data Migration



* Time commitment is always 1-2 hours/week for each Sponsor

3 4 5 6 7210 8





• Data Migration





• Data Migration





• Data Migration

10% 20% 30% 60% 80% 90% 100%

Overall Lessons Learned §  Executive Sponsorship: Signi"cant commitment is

required from Global and Regional Sales Leadership to no only support the implementation, but drive ongoing adoption

§  One Solution / One Process: Salesforce.com is a global initiative, each region must continue to think this way to meet overall program objectives

§  Ownership: This is not an IT project but a sales and marketing effectiveness and management project.

§  Plan for the Future: Phase 1 – Global pipeline, but what can we anticipate for Phases 2, 3, etc?

Thank you

@SFDCFoundation


@SFDCFoundation


BizAcademy Apprenticeships

Philip Kenley

Why BizAcademy?

@SFDCFoundation


@SFDCFoundation


Transform your Organisation with Social Technologies

Liliana Osorio

Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal quarter ended July 31, 2011. This document and others are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Connect with Your Customers in a Whole New Way


Your Customer

Transform How You Collaborate with Chatter


Your Customer

Hierarchical Structures Limit the Flow of Ideas and Information “Only 14% of employees in today’s companies are highly engaged”

- Gary Hamel, Professor, London Business School

A few interesting stats…

•  Knowledge workers currently spend 20% of their time looking for the information they need to do their jobs. That’s 1 day a week.

Source: Forrester •  Between 80%-90% of the information that organisations have spent

hundreds of billions collecting in IT systems over the last 30 years is inaccessible by most workers.

Source: Gartner

The Social Divide – Employees and Companies

What about your company?

Your employees are social.

Real time Transparency / low barriers Reach Accessibility Usability Return on contributions

What if Teams Could Leverage Each Other To Bridge the Knowledge and Execution Gap?

What if all the knowledge you need to be successful at your job, was right next you?

Networked Enterprises have an Agile Knowledge Network

Traditional Companies !

Empowered employee networks

Collective knowledge from Network IQ

Agility promotes innovation

Evolves with your business

Slightly connected silos

Pockets of information

Slow to achieve alignment

Static

Knowledge networks that help all your employees gain insights and through them: agility, efficiency and improved execution

Networked Enterprises

Chatter Transformation, not Collaboration

Social Process Social Intelligence Social Communities

Raise the IQ of every employee Marry structured and unstructured data

Build communities with employees, partners & customers

Follow people, objects, files Recommendations

Trends Similar Files

Influence Smart Search

Collaboration on records (context)

Messenger Triggers & Apex

Criteria-based feeds Approvals

Customer Groups

Private, secure external collaboration Files / Profiles / Groups

Feed Discovery

Mobile SSO

100,000+ employees

18,000+ employees

94,000+ employees

20,000+ employees

14,000+ employees

55,000+ employees

50,000+ employees

Over 150,000 active networks including:

Give Employees Chatter on the Devices They Love

iPad & Honeycomb iPhone BlackBerry Android

Social Processes Make Companies More Effective

Creative campaigns R&D prioritization Competitive intel Post-merger integration

Video production and publishing

MarketTools, Inc. survey of 5,500 customers, May 2012

25% Reduction in

meetings

39% Faster "nding information

26% Less

email

34% Increased employee

engagement

31% Increased employee

connections

29% Increased

idea generation

Create Branded, Social Experiences

Watch the video: http://med.stanford.edu/cap/

20,000 physicians Following publications and disciplines Collaborating on research projects Private, branded community

Dartmouth's Tuck School of Business Creating Career Connections using Chatter

•  Students participate in groups based on their career interests so they can engage in conversations specific to those interests

•  Search companies, resources and people grouped into “Playlists”

•  Timely career updates company information and “Inside Scoops”

•  Students receive company updates in real-time, based on the Playlists they follow

Connect with Your Customers in a Whole New Way

Connected Employees

Connected Customers

Connected Products

Connected Partners

Introducing Chatter Communities

Create private, branded communities

Connect with customers, partners, and employees

Trusted security and sharing

GE Capital Creates a Social Community

Organic Adoption Far Exceeded Expectations: “It Just Feels Right” Huge benefits in finding & institutionalizing expertise, experience Share competitive intelligence, industry knowledge Chatter-based community portal: www.gecapital.com/cohort

Suggested next steps

N E

G A G E

Explore use cases

Navigate roll-out

Get sponsors

Activate users

Gauge success

Six Steps for Chatter Engagement

Evolve

Thank you

@SFDCFoundation


@SFDCFoundation


Introduction to the Premier Success Plans

Carlos Cabrera Premier Success Manager

Stephane Maurin

Success Account Manager

•  Get Faster Response To Your issues

•  Call our Support line

•  Access Developer Support

•  Receive Administration help

•  Train all your users based on their roles

•  Be prepared for the releases

SUPPORT §  24x7 toll-free phone and online §  1-hour initial response for critical issues §  Premier developer support

TRAINING §  Unlimited access to online Premier

training catalog §  Role-based learning paths §  Customizable training templates

All the benefits of Premier, plus administration services to accelerate your success

SUPPORT §  24x7 toll-free phone and online §  1-hour initial response for critical issues §  Premier developer support

TRAINING

ADMINISTRATION

§  Unlimited access to online Premier training catalog

§  Role-based learning paths §  Customizable training templates

§  A team of certified experts to maintain your Salesforce solution

CUSTOMER SUCCESS §  Best practices to drive user adoption

& productivity §  Release readiness programs §  Assigned success resource*

§  Best practices to drive user adoption & productivity

§  Release readiness programs §  Assigned success resource*

CUSTOMER SUCCESS

*with 200+ CRM users or $50,000 in annual Premier Success fees

Personalized services, technical support and online training

to build and sustain success

SUPPORT §  Online case submission §  2-business day response

TRAINING §  "Getting Started" online catalog

CUSTOMER SUCCESS §  Self-service resources including Help

site, knowledge base and community

Online tools and support to get you started

Success Resources, Support and Training for All

Success Programs and

Resources

Fast 24x7 Global

Support Developer Support

Role-based Training

Customizable Training

1-Hour Initial Response for Critical Issues 365x24x7 Phone Coverage

Get Fast Expert Response with 24x7 Global Support

600+ Technical Experts 13 Locations 11 Languages

Build Custom Apps Faster with Developer Support

§ Apex and Visualforce best practices

§ Error troubleshooting for up to 200 code lines

§ Performance analysis

Developer Support

Increase Productivity with Training for All Roles

100+ Online Courses Including our most popular instructor-led courses delivered in an online, self-paced format:

§ Administration Essentials § Building Applications Using

Force.com and Visualforce § Apex and Visualforce

Controllers

Reduce Time to Value With Customizable Training

We Give You the Raw Materials

You Customize Training

Templates Storyboards

Demo Scripts

Increase User Adoption with Success Services

Usage Metrics & Benchmarks

Drive Ongoing Business Value with Success Programs

and Resources

Welcome Call and Premier Success

Getting Started Toolkit

Role-Based Learning Paths, Training Plans

and Analytics

Release Readiness Programs

Expand Your Expertise with Communities

Premier Success Chatter groups for release readiness knowledge and best practices sharing with other customers

Success Programs and

Resources

Fast 24x7 Global

Support Developer Support

Role-based Training

Customizable Training

Administration Services

Adds Admin Services

Success Resources, Support and Training for All

Increases Productivity

A team of Salesforce-certified experts helps maintain your Salesforce solution

Key services: §  User, role and profile management §  Reports and dashboards creation §  Business process automation with

workflows

Freeing you up from day-to-day administration tasks to focus on your strategic objectives.

Expands Your Team

Expand your team’s capacity •  We’ll handle the routine updates to your

con"guration •  See complete list of services in

Premier Success datasheet

How does it work? •  Take online Admin Essentials Training

–  Included with Premier! –  Learn the basics, so we speak the same language.

•  You provide business requirements –  Using templates

•  The Admin team updates your system –  During local business hours

Grow Your Success with Salesforce

24X7 Global Technical Support

Unlimited Online Training

Success Resources

Thank you !

Carlos Cabrera [email protected] Stephane Maurin [email protected]

2012 EMEA SOCIAL IMPACT AWARD

•  Customer since 2010 •  Uses: Partner Portal, Apex Triggers, Visual

Force Pages, Work$ow, Google Maps •  Results

– Able to offer more tailored, $exible service – Decrease in annual costs – Ability to rapidly reach new geographies and

users – ALLEVIATING HOMELESSNESS

And the award goes to…

BROADWAY

@SFDCFoundation


@SFDCFoundation


Data Security in the Cloud Graham Rowe

Director of technology, EMEA

Everything seems to be “Cloud” these days

Salesforce.com Con"dential – May only be provided to third parties under a non-disclosure agreement (NDA)

For many aspects: Cloud Security is no different than Web Application Security

...and every web data breach has become a ‘Cloud Security’ issue

All the normal OWASP web security vulnerabilities like SQL injection, cross site scripting, cross site request forgeries, etc., equally apply to applications running on

the cloud as they do to applications running in house or on conventional hosting


Cloud Security remains the key concern


Can compliancy be maintained?

…and you should be asking questions

Who has access to my data?

Is access to data controlled effectively?

Is information backed up sufficiently (and securely)?


Do Your Due Diligence •  Identify and classify data

–  What data supports the business processes –  Be pragmatic –  Don’t over protect / inhibit business bene"t

•  Understand compliance requirements –  Does it allow you to meet your regulatory obligations –  Do you have customer contractual obligations to consider –  SOX, PCI-DSS compliance

•  Where is data stored –  In which country(ies), issues with data privacy –  In which service, SaaS->PaaS->IaaS

•  How is data durability handled –  Robust data centre redundancy –  Business continuity and disaster recovery


Do Your Due Diligence •  What security and controls are in place to secure data

–  ISO 27001 – Information Security Management System –  SSAE16 – third party audit of controls –  Transparency of security measures at each level –  Can you test the network / application security

•  How is data isolated –  Logical/physical separation of customer data in multi-tenant environment –  Robust authentication and application security model

•  Cloud vendor stability –  Financial stability and track record –  Operational stability, scalability and transparency –  A business partner you can trust – trust but verify


It comes down to establishing a level of trust

Salesforce.com Confidential – May only be provided to third parties under a non-disclosure agreement (NDA)

What is trust? Trust means having …

Page Response

Times (ms)

Highest Reliability

Highest Performance

Highest Security

ISO 27001 Certi"ed SAS 70 Type 2 Certi"ed

SYSTRUST Certi"ed GSA moderate level ‘Authority to

Operate’ Innovative Security Features


Salesforce: Under the Covers

Multi-Tenancy Makes Cloud Computing Possible

Single-Tenant (On-Premise or Hosted)

100,000+ Companies

Multi-Tenant

100,000+ Companies

Server OS

Database App Server

Storage Network

App 1

Server OS

Database App Server

Storage Network

App 2

Server OS

Database App Server

Storage Network

App 3

100,000+ App Stacks One App Stack

Server OS

Database App Server

Storage Network

App 1

Server OS

Database App Server

Storage Network

App 3

Automatic Upgrades Pay-as-you-go

Elastic


Geographically Distributed Infrastructure

Production Data Center (ASG)

Production Data Center (SJL)

Production Data Center (WAS)

Production Data Center (CHI)

Japan Production Datacenter (TYO)


Horizontal Scalability “POD” Architecture •  A “POD” is a multi-tenant stack designed and allocated for a set of customers.

•  Add new PODs quickly and easily as needed

•  Performance bene"ts achieved through optimal ratio of subscribers to individual “POD” capacity.

Multi-Tenant stack for a set of customers

NA1 Pod Database

Cluster Application Server

API Server

Search Server


Pod Architecture further enhances availability

Network Services

Storage Services

Backup Services

Monitoring Services

NA0 Pod

Database Cluster Application Server

API Server

Search Server

NA1 Pod


API Server

Search Server

NA2 Pod


API Server

Search Server

NA3 Pod


API Server

Search Server

NA4 Pod


API Server

Search Server

NA5 Pod


API Server

Search Server

EU0 Pod


API Server

Search Server

AP1 Pod


API Server

Search Server

EU1 Pod


API Server

Search Server

CS1 Pod


API Server

Search Server

EU2 Pod


API Server

Search Server

NA* Pod


API Server

Search Server

EU* Pod


API Server

Search Server

AP* Pod


API Server

Search Server


Delivering over 65 Billion Transactions a Quarter

Proven Scalability and Performance


Datacenter Replication

•  Near real-time replication

•  Validated disaster recovery strategy

•  Secure encrypted point to point data replication

•  Weekly Backup Schedule- Multiple Full / Multiple Incremental

Production Data Center (ASG)

Production Data Center (SJL)

Production Data Center (WAS)

Production Data Center (CHI)

Japan Production Datacenter (TYO)


Procedures

§  Policies structured around ISO27002 framework

§  Board and executive commitment to security governance

§  Security awareness and targeted training conducted routinely

Information Security Management System

Guidelines

Standards

Policies


Infrastructure Security Controls

Transmission security • SSL 128-bit certificate • SSL session terminates on load

balancers/SSL off loaders • SSL v3/TLS with no weak

ciphers

Network security • Firewalls • Intrusion detection systems • Deployed at multiple points • SIEM • Controlled Access

Host security • Linux and Solaris systems • Hardened platforms • No Microsoft • SIEM • Controlled Access

Database security • Customer passwords are stored in

DB using one-way hash • DBA access restricted • Field level encryption supported

Data center security • 24x365 on-site security • Multiple levels of biometric

scanning • CCTV • Controlled Access

Multiple Datacenters • Geographically-dispersed,

mirrored data centers • Disaster recovery


Operational Security Controls

Security monitoring • Security event management &

correlation deployed

Incident handling • Detection • Response • Forensics

Operational Security • Background checks • Private management network • Systems/devices configured for

least privilege

Vulnerability Assessments • Internal • External


Customer Controlled Security Features

Login History log

Setup Audit Trail log

Object history tracking

Security Health Check Application

Sophisticated sharing model

CRUD and field level security

Authentication options

Trusted Networks


Customer Controlled Security Features

Data Residency Option

APEX callouts/outbound messaging

Portal Health Check Report

Security Health Check Application

Sandbox environments

Encrypted Custom Fields & Apex encryption

User permissions

CAPTCHA for reports & export


Industry Standards and Certi!cation

§  ISO27001 Certi"cation §  Encompasses full domain set

§  Covers individuals, processes and policies and IT systems of both Internal Systems and

the salesforce.com application.

§  PCI-DSS §  Customers May store Payment card information in Encrypted custom Fields

§  AICPA Service Organization Control (SOC) Reports §  SOC 1 Type 2 (SSAE 16): (Formerly SAS/70)

§  SOC 2 Type 2: Detailed Trust Principles report

§  Security, Availability, Integrity, Con"dentiality and Privacy

§  SOC 3 (SysTrust): Trust Services Report

§  TÜV Privacy Mark §  Independent veri"cation that salesforce.com complies to

German Data Privacy laws.


Transparency - trust.salesforce.com

Trust.salesforce.com •  Live System Status •  Alerts •  Security Best Practices •  Report phishing •  Privacy Overview •  Historical Performance


Just because its “Cloud Computing”…

does not mean it is insecure…

…in many cases it may be even more secure


accelerating success in the cloud - a salesforce.com foundation event

Business

social content

social scale

social marketingfragmentedtoo

us social

social mediamonitoring

compelling social presences

flexible social canvasses

social applets great